Job Description

Team Member (Complaints)
Prenton, North Cheshire Trading Estate, Birkenhead, CH43 3ET
Hybrid working, after successful completion of probationary period
Starting salary: 27,498 per annum
Grade: EN2
Permanent / Full Time
Purpose
At SP Energy Networks we work hard to provide our customers and communities with an efficient and reliable network. And we're committed to delivering a first-class customer experience while we do it! But sometimes, despite our best efforts, things can go wrong. Working in the Complaints Team, our role is to engage with our customers, understand their experiences and resolve any issues as quickly as possible. We want to ensure that our customers have a positive outcome, regardless of the circumstances.
Responsibilities

• Manage and respond to customer complaints/enquires relating to quality of supply issues in line with the agreed customer contact process and with awareness of our targets set by Ofgem for complaints.
• Manage and respond to customer issues and concerns relating to the performance of the network
• Manage and respond to any high profile complaints as directed by the Team Leader.
• Manage and respond to insurance enquiries, including public liability issues, from insurers and commercial and domestic customers in line with agreed Insurance Processes.
• Manage and control the daily co-ordination of all Customer Contacts received within Customer Service.
• Processing of customer payments in relation to Guaranteed Standard (GS) failures, pro-active payments, insurance and customer service payments as necessary, ensuring all appropriate paperwork is completed in accordance with local processes.
• Develop and maintain strong relationships with internal and external customers to ensure Operational Excellence across our processes
• Provide support to our Distribution Call Centre on a daily basis and take DCC calls.
• Be active in the improvement/development and introduction of new processes, procedures, initiatives and new technology.

Skills and Requirements

• Developed influencing, persuasion and negotiation skills.
• Excellent telephony skills.
• Ability to prioritise and manage tasks in an environment where there can be unexpected peaks in workload.
• Ability to communicate effectively to all key stakeholders.
• Ability to identify areas which need improvement within own skillset and take action to bridge the gap.
• Enthusiastic with a willingness to learn.
• Ability to work well within a team.

Minimum Criteria

• Experience working in a customer service environment such as a contact centre or office environment (or similar).
• Previous experience of dealing with complaints would be beneficial.
• Experience of using MS Office software, particularly Excel.

What's in it for you
As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.
At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that - so that you have everything you need to take care of your world - today and tomorrow. That's why our benefits include:
36 days annual leave
Holiday Purchase - perfect your work/life balance with extra annual leave
Share Schemes
Payroll Giving and Charity Matched Funding
Technology Vouchers - save more and spread the cost of your technology purchases
Electric Vehicle Schemes - to help you transition to green/clean driving
Cycle to Work scheme and Public Transport Season Ticket Loans
Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
Life Assurance (4x salary)
Access to Savesmart financial wellbeing support
Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more
Why SP Energy Networks
SP Energy Networks is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network - connecting infrastructure like wind farms into the electricity system. It's a role that puts us right at the heart of Scotland's ambition to be Net Zero by 2044. And we're taking it very seriously. We're investing
5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.
Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you'll fit right in.
We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to .
Mobility
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.
IMPORTANT
Advert will close at 23:59 GMT the day before Job Posting End Date below September-11-2025

Skills Required